Customer Service Manager

Discover Trend

Trend Micro, a global cybersecurity leader, helps make the world safe for exchanging digital information. Fueled by decades of security expertise, global threat research, and continuous innovation, Trend Micro’s cybersecurity platform protects hundreds of thousands of organizations and millions of individuals across clouds, networks, devices, and endpoints. As a leader in cloud and enterprise cybersecurity, the platform delivers a powerful range of advanced threat defense techniques optimized for environments like AWS, Microsoft, and Google, and central visibility for better, faster detection and response. With 7,000 employees across 65 countries, Trend Micro enables organizations to simplify and secure their connected world. For additional information, visit www.trendmicro.com

Discover You                       
At Trend, we are always looking for top talent. We hire capability 1st, and you will work with the best. When you join us, you have direct access to any level, and freedom to make an impact and influence.  With Trend Micro, you drive your own development.  You are recognised for your passion to succeed, and can be the best part of yourself here.

Discover your next exciting career opportunity….

The Role:

Are you passionate about technology? Do you have a consultative mindset? Do you like being a trusted security advisor for our customers? If so, the Customer Service Manager (TAM) is a great opportunity for you. With the threat landscape constantly evolving you will get the opportunity to act as a security expert in the areas of threats, security products and customer domains. As a Trend Micro Customer Service Manager you are making sure that your customers get the best support to secure their IT estate.

Overview:

The Customer Service Manager (TAM) is responsible for proactive technical support for Trend Micro’s Managed Service premium customers, managing the customers’ accounts for their technical and security needs.

Key Responsibilities:

• Passionate about customer success, providing proactive regular health checks, sharing threat intelligence reports and sharing best practice

• Build a strong relationship with our customers

• Onboarding new customers to Trend platforms, including Vision One

• Being a customer advocate, representing the customers needs internally

• Provide guidance, consultancy, technical support, and problem resolution to key customers/channel partners during onboarding and implementation projects.

• Providing account management by proactively supplying customers with technical updates, monthly/quarterly case reviews, threat assessment/advisories for proactive risk protection, training customers on product & threat, providing notifications on enhancements/bug-fixes

• Escalate, manage and progress technical support cases where appropriate

• Work closely with account managers to identify expansion opportunities and risk

• Present to all levels of a customer organisation right up to C-level and ability to run POC on Trend Micro solutions and products

• Contribute to customer support improvement initiatives and project

Our Ideal Candidate 

• We are looking for a candidate with drive, enthusiasm, with a strong work ethic and a desire to learn and develop their career within cyber security!

• Ideally with 3+ years experience in post-sales technical support, technical account management or a related field

• Practical knowledge of Linux, Windows and networking.

• Good interpersonal skills and customer service oriented.

• Good problem-solving skills with a strong attention to detail

• Comfortable working in a fast-paced, high-pressure environment under minimal supervision to provide detailed technical knowledge of Trend Micro software products

• Be resourceful, self-managed, energetic, friendly and have excellent communication skills

• Strong in documentation and process methodology.

• Technical Certification in IT, Networking and Security will be an advantage.

• Fluency in written and spoken English

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At Trend Micro, we embrace change, empower people, and encourage innovation in a connected world. Our diversity and multicultural workforce are key contributing factors to our success across the globe. We like to have fun while taking our culture seriously. We are an equal opportunity employer and are committed to this regardless of race, colour, religion, sex, nationality, age, citizenship, sexual orientation, marital status, gender identity or veteran status. We do not allow discrimination or harassment of any kind.